Retailers worldwide have adapted delivery and returns propositions to ensure customer and staff safety during the COVID-19 crisis and these will transform consumer expectations, says data analytics firm GlobalData. Alibaba, JD.com’s food and grocery arms and food service providers like Meituan-Dianping in China introduced contactless delivery methods.
GlobalData’s latest report, ‘COVID-19 Impact on Delivery and Returns’, reveals that contactless delivery was widely introduced in China, setting the bar high for retailers and foodservice providers globally.Retailers worldwide have adapted delivery and returns propositions to ensure customer and staff safety during the COVID-19 crisis and these will transform consumer expectations, says data analytics firm GlobalData. Alibaba, JD.com's food and grocery arms and food service providers like Meituan-Dianping in China introduced contactless delivery methods. #
Meituan customers were informed of both the chef and delivery driver’s temperature—a level of detail that has not yet been replicated in other countries. Contactless delivery has been introduced by retailers internationally, including in the United Kingdom and the United States, helping them to keep their online operations open, according to GlobalData press release.
Returns timings and methods are also being affected by COVID-19, with many consumers being unable to return items if they are self-isolating, or if the shop they usually return items to has closed. In response to this, retailers have extended their returns periods to either a set number of days or a specified number of days after stores re-open.
Consumers may come to expect this longer returns period, though many will not want to wait this long for a refund so this change will have little impact on long term behaviour.
Fibre2Fashion News Desk (DS)
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